As a leading financial services and healthcare technology company based on revenue, SS&C; is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C; for expertise, scale, and technology.

Operational
Review and analyse performance metrics to identify areas of prospect that will drive operational improvement/efficiency
Responsible for driving key metrics, SLA delivery and management
Drive customer experience as it relates to best practices and member satisfaction, monitor results for customers
Maintain and improve Customer Experience operations by monitoring system performance, identifying and resolving problems, process improvement and quality assurance programs.
Challenges the status quo and identifies opportunities to improve quality, efficiency and results
Manages with Operations expertise, knowledge, tools and balance scorecards
Responsible for of any Current business transition from onshore.



This will involve end to end ownership from recruitment, onboarding, Business Readiness, Knowledge Transfer, Risks analysis to embedding processes smoothly

Risk
Liaise closely with the both the internal & external risk / governance auditors to understand expectations for everyone in Customer Service Operations.
To demonstrate a positive risk and control culture through the active identification, assessment, monitoring and management of risks and controls within the business area

People
Continuous focus on developing “bench strength”. Identify individuals who will take the onus of being leaders in the next 3 - 5 years
Effectively implement rewards/recognition, appraisal & incentive programs.
Supporting / Challenging / Guiding the recent entrants in the management team within customer service operations to take decisions that help balance business / people priorities & objectives.
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📌 Director Mumbai
🏢 SS&C Technologies
📍 Mumbai